Overview
Adding contacts makes it easier to send messages and track replies—messages in the Inbox can display the contact’s name instead of only a mobile number.
Note: During times of high demand, a newly created contact may take a few minutes to become available to add to a list. The contact should be available within a few minutes, however if it remains unavailable when updating a list, please contact support for further assistance.
Option 1: Add a Contact from the Contacts Dashboard
Step 1: Go to All Contacts
- In the left menu, click Contacts.
- Select All Contacts.
Step 2: Click “Add contact”
- Click Add contact at the top of the All Contacts page.
Step 3: Complete the Add Contact form
Enter the required details (and any optional fields you need):
- First Name
- Last Name
- Channels (required) – enter the mobile number in international format. The country defaults to the sending country in the account holder’s user profile.
- Subscribed / Unsubscribed – contacts are subscribed by default; selecting Unsubscribed prevents messages from being sent to that contact.
- Email (optional)
- Lists (optional) – select one or more Contact Lists (lists must be created before assigning).
- Alias (optional) – alternative name for the contact (also used for Email to SMS).
- Birthday, Location, State, Country, Note (all optional)
Step 4: Save
- Click Save (top-right).
- Confirm the contact appears in All Contacts and in any Lists you selected.
Option 2: Add a Contact from the Inbox
Scenario A: Save a contact from an existing conversation
- Open the conversation in Inbox.
- In the right-hand panel, fill in the contact details.
- Click Add.
Scenario B: Start a new conversation and add the recipient as a contact
- In Inbox, click Start New Conversation.
- Enter the new contact’s number(s) in the recipient field.
- Complete the fields in the Contact panel (same fields described in Option 1, Step 3).
Troubleshooting
New contact isn’t available to add to a list
- Wait a few minutes and try again—there may be a brief delay during high demand.
- If the contact remains unavailable when updating a list, contact support.
Messages won’t send to the contact
- Verify the contact is not set to Unsubscribed (Unsubscribed prevents messages being sent).
- Confirm the mobile number is entered in international format.
FAQ
Do I have to add a contact from the Contacts page?
No. You can add a contact either from Contacts > All Contacts or directly from the Inbox (existing or new conversation).
What number format should I use?
Use the contact’s mobile number in international format when entering Channels.
Why would I set a contact to Unsubscribed?
Contacts are subscribed by default. Setting a contact to Unsubscribed prevents messages from being sent to that contact.
If you need additional assistance, please contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com — our team is happy to help!